.png)
Frameworks, core principles and top case studies for SaaS pricing, learnt and refined over 28+ years of SaaS-monetization experience.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Introduction
In the competitive landscape of SaaS businesses, understanding customer behavior patterns isn't just helpful—it's essential for sustainable growth. While many metrics can provide snapshots of business health, cohort analysis stands out as a particularly powerful method for uncovering actionable insights about your customer base. By tracking groups of users who share common characteristics over time, SaaS leaders can make more informed decisions about product development, marketing strategies, and customer success initiatives.
This article explores what cohort analysis is, why it matters specifically for SaaS companies, and how to implement it effectively to drive business growth.
What is Cohort Analysis?
Cohort analysis is a method of evaluating groups of users who share a common characteristic or experience within a defined time period. Unlike traditional metrics that measure all users as a single unit, cohort analysis segments users into "cohorts" and tracks their behavior separately over time.
Types of Cohorts
There are two primary types of cohorts used in SaaS analytics:
1. Acquisition Cohorts: Groups organized by when they first became customers (e.g., all customers who subscribed in January 2023).
2. Behavioral Cohorts: Groups defined by specific actions they've taken (e.g., users who activated a particular feature within their first week).
By isolating these groups, you can understand how different segments of your user base behave and identify patterns that might be masked in aggregate data.
Why is Cohort Analysis Important for SaaS Companies?
1. Reveals the True Retention Story
According to research by ProfitWell, SaaS companies can experience revenue increases of 25-95% from just a 5% improvement in retention rates. Cohort analysis helps you understand:
- How long customers typically stay with your product
- Which acquisition channels bring the most loyal customers
- Whether product changes positively or negatively impact retention
For example, if you notice that your January 2023 cohort has a significantly higher retention rate than previous months, you can investigate what changed in your acquisition strategy or product during that period.
2. Provides Context for Growth Metrics
Aggregate growth numbers can be misleading. A SaaS business might appear healthy with growing monthly recurring revenue (MRR), but cohort analysis might reveal that each new customer cohort is actually retaining less value over time—a concerning trend hidden by new acquisitions.
According to OpenView Partners' 2022 SaaS Benchmarks report, best-in-class SaaS companies maintain 85% or higher net dollar retention. Cohort analysis helps you track whether you're trending toward or away from this benchmark.
3. Informs Product Development
By analyzing how different cohorts interact with features, you can:
- Identify which features drive long-term engagement
- Determine which improvements have the greatest impact on retention
- Discover which onboarding experiences lead to the best outcomes
4. Optimizes Customer Acquisition
When you understand which types of customers tend to stick around longer, you can:
- Refine targeting criteria for marketing campaigns
- Adjust pricing strategies for different segments
- Calculate more accurate customer lifetime value (CLV) projections by cohort
How to Measure Cohort Analysis Effectively
Step 1: Define Your Cohorts and Metrics
Start by determining:
- What defines your cohorts (signup date, plan type, acquisition channel, etc.)
- Which metrics you want to track (retention, revenue, feature usage, etc.)
- The time period you'll measure (weeks, months, quarters)
For example, you might want to analyze monthly cohorts based on signup date and measure their retention and average revenue per user (ARPU) over 12 months.
Step 2: Create a Cohort Analysis Table
A cohort table typically displays:
- Cohorts along the vertical axis (e.g., Jan 2023, Feb 2023, etc.)
- Time periods along the horizontal axis (Month 0, Month 1, etc.)
- Values in each cell representing the chosen metric for that cohort at that time
Here's a simplified example of a retention cohort table:
| Signup Cohort | Month 0 | Month 1 | Month 2 | Month 3 |
|---------------|---------|---------|---------|---------|
| Jan 2023 | 100% | 85% | 78% | 72% |
| Feb 2023 | 100% | 82% | 75% | 70% |
| Mar 2023 | 100% | 87% | 82% | 78% |
Step 3: Analyze Patterns and Trends
Look for:
- Cohort curves: How quickly do cohorts decline over time?
- Differences between cohorts: Are newer cohorts performing better or worse?
- Inflection points: Are there specific time periods where you see significant drops?
For instance, if you notice that most cohorts experience a sharp drop in Month 2, this could indicate an issue with your product's long-term value proposition or a gap in your customer success processes.
Step 4: Calculate Key Cohort Metrics
1. Retention Rate by Cohort
The percentage of users still active after a specific timeframe.
2. Revenue Retention by Cohort
- Gross Revenue Retention (GRR): Revenue retained not counting expansions
- Net Revenue Retention (NRR): Revenue retained including expansions/upsells
According to Bessemer Venture Partners' State of the Cloud report, top-quartile public SaaS companies maintain NRR of 120%+ because their existing customers spend more over time.
3. Lifetime Value by Cohort
Calculated as the average revenue per user multiplied by the average customer lifespan for each cohort.
4. Payback Period by Cohort
How long it takes to recoup customer acquisition costs for each cohort.
Step 5: Take Action Based on Insights
The ultimate value of cohort analysis comes from the actions it drives:
- If newer cohorts show improving retention, double down on recent acquisition strategies
- If certain cohorts show higher expansion revenue, identify what distinguishes these customers
- If all cohorts show a drop-off at a specific point, investigate potential product or customer success issues
Advanced Cohort Analysis Techniques for SaaS Leaders
Multi-dimensional Cohort Analysis
Combine multiple characteristics to create more specific cohorts. For example, analyze users who:
- Signed up in January 2023
- Through the referral program
- On the enterprise plan
This granular approach can reveal insights that broader cohorts might miss.
Predictive Cohort Analysis
Use historical cohort data to forecast future behavior. Machine learning models can identify early indicators that predict which new customers will likely become long-term, high-value clients.
According to a study by Harvard Business Review, companies that use predictive analytics are 2.9 times more likely to achieve significant growth compared to those that don't.
Tools for Cohort Analysis
Several tools can facilitate cohort analysis for SaaS companies:
- Purpose-built analytics tools:
- Amplitude
- Mixpanel
- Heap
- Customer success platforms:
- Gainsight
- ChurnZero
- General analytics platforms:
- Google Analytics 4
- Looker
- Tableau
- DIY approaches:
- SQL queries against your database
- Excel or Google Sheets for smaller datasets
Conclusion: Making Cohort Analysis Part of Your Decision-Making DNA
Cohort analysis isn't just a one-time exercise—it's a fundamental approach to understanding your business that should inform strategic decisions across product, marketing, sales, and customer success.
The most successful SaaS companies review cohort data regularly, searching for signals that might indicate problems or opportunities before they become obvious in top-line metrics. This proactive approach to customer behavior analysis can be the difference between a SaaS business that grows consistently and one that struggles with the "leaky bucket" problem of high churn.
By implementing cohort analysis effectively, you'll gain a clearer picture of customer behavior over time, identify opportunities for improvement, and make more informed decisions that drive sustainable growth for your SaaS business.
The next time you look at your company's performance metrics, remember that the aggregated view only tells part of the story. Dig deeper with cohort analysis to uncover the insights that will truly transform your business trajectory.